Parchment Support Engineer I – Learner Help Desk

Apply; Manila, Hinoba-an; On-site; PHP 335,000 - 536,000; Full time

Job summary

Instructure and its Parchment unit seek an L1 Parchment Support Engineer to join our dedicated team in Manila. You will be the primary contact for learners and consumers, providing timely, accurate, and empathetic support while helping users navigate our technology and services.

You’ll handle inquiries via phone, live chat, and tickets; explain policies clearly; troubleshoot issues; review applications for completeness; and maintain records across platforms.

Qualifications

• Experience in high-volume support environments.
• Excellent communication and active listening abilities.
• Ability to troubleshoot hardware and software issues.
• Comfortable using technology to solve problems and help others.

Responsibilities

• Serve as the first point of contact for consumer inquiries through phone, live chat, and support tickets.
• Explain complex policies, procedures, and technical steps clearly and empathetically.
• Troubleshoot user issues and guide customers through electronic systems.
• Review and evaluate applications for completeness and compliance with guidelines.
• Efficiently manage client inquiries through a web-based ticketing system.
• Maintain accurate records and enter data across various platforms.
• Collaborate with team members to resolve issues and share best practices.
• Meet performance goals, including average handle time, schedule adherence, service quality, and first-call resolution.
• Proactively communicate updates and resolutions to key stakeholders.

Skills

Customer service

Communication skills

Active listening

Troubleshooting

Time management

Collaboration

Remote work tools

Tools

Salesforce

Google Workspace

Microsoft Office

Virtual telephony systems

Job description

Instructure and its Parchment unit seek an L1 Parchment Support Engineer to join our dedicated team in Manila. You will be the primary contact for learners and consumers, providing timely, accurate, and empathetic support while helping users navigate our technology and services.

You’ll handle inquiries via phone, live chat, and tickets; explain policies clearly; troubleshoot issues; review applications for completeness; and maintain records across platforms.